Challenges

Before ClearRisk, the City of Abilene’s claims and risk management processes were heavily manual and siloed. Incident documentation relied on paper forms that had to be physically filled out and then manually entered into a database, a process that took about 45 minutes per claim. This not only slowed down claim entry, but also introduced risk of errors and lost information.

“We were getting information in bits and pieces — sometimes a form would be missing details, sometimes it wouldn’t even make it to the right person right away.”

- Sal Garcia, Risk Manager

It was difficult to stay on top of things during critical periods, such as insurance renewal season. Paper records, inconsistent spreadsheet files, and data scattered across multiple systems meant the Risk team spent valuable time “chasing down” information rather than analyzing it.

The physical files were stored across six or seven filing cabinets, creating a fragmented and difficult-to-navigate system that few team members understood. Without centralized, electronic data, it was difficult to track where incidents were occurring or which departments were incurring the highest expenses. This lack of insight made it challenging to develop targeted risk strategies and budget accurately.

Manual workflows delayed communication and resolution. Staff often forgot to submit incident reports promptly, requiring follow-ups that slowed down claim resolution and could impact settlements.

Solution

Sal Garcia, Risk Manager at the City of Abilene recognized the challenges faced by the city’s risk team and began his search for a better solution. About a year ago, Sal spearheaded the implementation of ClearRisk’s Claims and Risk Management System to bring all claims management functions into one cloud-based system, centralizing claims, assets, policies, employees, contracts, certificates of insurance and documents into a single accessible platform. This eliminated the need for paper forms and filing cabinets, replacing them with automated workflows that accelerated every step of the process.

Sal says one of the key improvements for the city was the introduction of ClearRisk’s web-based claim submission forms. Abilene created QR codes that allowed citizens and employees to report incidents directly from their own devices in real-time which dramatically reduced the delays and errors previously associated with claim intake. 

During a recent cybersecurity incident that temporarily disrupted several City departments, Abilene’s risk team was able to continue operations without interruption thanks to ClearRisk’s cloud-based system. Unlike other departments that lost access to critical files, the risk team maintained seamless reporting, particularly for workers’ compensation claims where deadlines are critical. Having ClearRisk meant that the team “didn’t skip a beat” in their obligations, ensuring employees received the benefits they deserved while the City recovered. This resilience not only validated the decision to move away from paper-based processes but also demonstrated the added security and reliability of having claims and risk data hosted in ClearRisk’s secure, cloud environment.

Time spent on the claims submission process was greatly reduced. Previously, it would take upwards of 45 minutes for an employee to manually submit a claim into their system. With ClearRisk that time is reduced to 5 minutes. That is a savings of 40 minutes per claim, giving Sal and his risk management team back 333 hours per year.

“It’s not just about saving time — it’s about having confidence in the information we’re working with.”

- Sal Garcia, Risk Manager

Abilene’s risk team embraced ClearRisk’s robust reporting and analytics. They began uploading historical claims data themselves during implementation, gaining hands-on familiarity with the system and uncovering insights faster. Previously, reporting was slow and dependent on a single staff member skilled in their internal system, with each report taking approximately 2 hours to create. ClearRisk has reduced report creation time by approximately 96%. Anyone on the team can now generate professional-quality reports in minutes, eliminating bottlenecks and dramatically improving efficiency.

Additionally, other City departments began recognizing ClearRisk’s potential benefits. The City Secretary’s Office explored contract and certificate of insurance tracking capabilities, Fleet management saw opportunities for improved accident reporting integration, and Police and HR departments began conversations about adapting ClearRisk workflows to their needs.

Results

• 333 hours/year reduced in time previously spent entering claims data
• 96% reduction in time spent creating reports
• Maintained uninterrupted risk operations during a City-wide cybersecurity incident, ensuring continuity of claims reporting and employee benefits
• Improved completeness and accuracy of incoming claims
• Eliminated reliance on paper forms and manual tracking
• Increased visibility for leadership with on-demand reports that guides strategic decision-making

Sal says that ClearRisk has also given the risk team time to:

• Analyze incident data to identify patterns, implement targeted training and controls, and reduce repeat incidents while improving overall workplace safety
• Present comprehensive incident reviews with data-driven insights, including trends, comparisons, costs, and peak occurrence periods, enhancing decision-making and accountability